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Forum Discussion
My wife can't access her email to get the Dropbox code. We can't reach support either.
My wife has lost access to the email she set up her dropbox account with. Since accessing her account 2FA was introduced. Guess what? Upon trying to sign in she can't get access to the code in order to get to the account and change her email. AND DROPBOX SUPPORT IS BEYOND BAD---THERE LITERALLY IS NOW WAY TO CONTACT ANYONE FOR SUPPORT, AND ALL THE INSTRUCTIONS ARE TO "SIGN INTO YOUR ACCOUNT AND CHANGE THE PRIMARY EMAIL" (THANKS). So I am trying to figure this out. Is there a solution here? Is there even a way to cancel the account without actually reporting this as a fraud to the credit card company? Any help welcome
- Nancy
Dropbox Staff
Hey Mark77, thanks for posting here.
So, from what I understand, she’s not being asked for a two-step verification code (which would’ve been sent to her mobile device), but for the one-time code, that’s being asked from time to time as an additional security measure.
Does she happen to have any devices currently linked to that account? If yes, she can go to the section where she’d normally see her Dropbox notifications on those devices; the one-time code may have been sent there, as well.
If this doesn’t help, she can still try to log a ticket on her end (without being logged into any Dropbox account) via this page. Please keep in mind that not being logged in to any account is important, in this case, as she may see a different option otherwise.
If you need something else, feel free to ping me here.
Nancy--thanks. She is being asked for a code sent to her email, which she no longer has access to. And since she does not have access to her account, and cannot log in, she can't do anything else. AND---your link about how to log a ticket is completely useless---it doesn't have any place to do that, or if it does it is utterly buried behind thousands of FAQs. Is there an actual phone number she can call?
- Nancy
Hey Mark, I’m afraid phone support is only available to paid Business customers at the moment.
As for the support page, I just tested it on my end, while not being logged in to ANY Dropbox account to make sure there’s no issue and it seems to be working fine; there’s indeed an option to log a ticket directly, as shown below:
Can she give this a go via an incognito window instead?
Nancy---one of the problems is that I cannot navigate my way to the page you show above. When I go in icognito mode to your support page it tells me I have to log in before I can contact someone. Even in icognito mode.
Here is what I get:
Contact Dropbox Support
Log in to view your support options and contact customer support
Log in
Having trouble logging in? Need help with a billing issue?
--When I then click on "having trouble logging in" or "billing issue" I just get FAQs---no login.
So really I can't actually even submit a request per your advice above. That page is not available that i can see
Can you provide me the path to get to that page in incognito mode?
